2024 Digital Commerce Index reveals consumer
insights on shopping and dining trends
NCR Voyix Corporation (NYSE: VYX), a leading global provider of
digital commerce solutions for the retail, restaurant and banking
industries, has released key findings from its first Digital
Commerce Index. The U.S. consumer survey explores how dining,
grocery and fuel convenience purchase behaviors are changing.
Self-Checkout is Making Strides with Consumers
Self-checkout continues to gain traction, with 43% percent of
consumers expressing a preference for it over traditional checkout.
The narrowing preference gap is reflected in the projected growth
of self-checkout installations. RBR Data Services’ Global EPOS and
Self-Checkout 2023 study forecasts 450,000 self-checkout
installations in the U.S. in 2028, up from 280,000 in 2022.
A generational snapshot of responses from the Digital Commerce
Index indicates that 53% of younger shoppers (ages 18 to 44) prefer
self-checkout. Of those consumers who prefer self-checkout, speed,
shorter lines and privacy are most important.
Shoppers aged 45 to 60+ prefer traditional checkout, but the top
reason behind their choice is that they often have many products at
check out and may find a regular lane less time-consuming.
“Self-checkout is evolving to offer a quicker and more
user-friendly experience,” said David Wilkinson, chief executive
officer of NCR Voyix. “The reality is shoppers want more control
over their checkout experience and self-checkout delivers that
flexibility. For retailers, self-checkout enhances operational
efficiency in a time when many are struggling to retain staff and
are combatting unprecedented levels of shrink.”
In Store Sweeps Online Grocery Shopping
While online grocery shopping may be more convenient for those
who don’t have time to shop in person, two-thirds of survey
respondents prefer to shop for groceries in store. Challenges like
out-of-stock items (62%), incorrect deliveries (52%) or unfulfilled
orders (38%) contribute to poor online ordering experiences. Nearly
two in five survey respondents (37%) said they abandoned an online
order due to high service fees.
Some consumers also prefer to hand-select specific items like
produce (59%) or meat (51%) themselves.
Inflation and Technology Power More Comparison
Shopping
With inflation driving higher grocery prices, 74% of consumers
surveyed have changed how they shop for groceries. Most are looking
for less expensive items (56%), buying less overall (49%) or making
a more deliberate decision to shop where they find the best deals
(46%).
Consumers increasingly rely on technology to navigate smarter
ways to shop. When asked how technology has changed their shopping
experiences, consumers cited the ability to compare prices more
frequently, research products before purchasing more frequently and
use more digital payment options.
Tipping Tiffs
In the restaurant industry, consumers want the best customer
service — but the surge in tipping prompts may be tipping them the
wrong way. Thirty-six percent of consumers reported that they don’t
like tipping prompts and therefore don’t tip at all.
Secret Ingredient: Loyalty
Like grocery shopping, inflation has impacted consumer
restaurant dining habits. Forty-eight percent said they dine out
less now because of higher prices. More than half of consumers
(58%) have purchased a meal at a gas station one or more times this
year.
Although some consumers may be slowing down on traditional
dining out, they still want to keep up with their favorite
restaurants and access any deals they can. Signing up for a loyalty
rewards program, downloading a restaurant’s app and signing up for
email updates are among the top three actions consumers have taken
to receive updates on their favorite restaurants.
Patrons Go Direct
With consumers eager to stay in the know and gain access to
special deals and rewards, half of consumers prefer to use a
restaurant’s app or website to place their order, while 23% prefer
to call the restaurant directly. Consumers cite their top reasons
for going directly to the restaurant’s app or website for order and
delivery as convenience, the ability to easily customize orders and
lower or no service fees.
The Future of Restaurants
As consumers look to the future and consider new technology in
restaurants, they hope to see customized digital menus personalized
per diner, full meal vending machines and robot delivery
service.
“The results are in, and it’s clear consumers want ease, speed
and innovative experiences whether they are at the grocery
checkout, gas pump or favorite restaurant,” said Wilkinson. “As
retailers and restaurants consider their technology investments for
2024, these consumer insights can help prioritize and deliver what
consumers want.”
For more details on the NCR Voyix 2024 Digital Commerce Index,
visit http://www.ncrvoyix.com/.
About the 2024 NCR Voyix 2024 Digital Commerce Index
NCR Voyix commissioned a blind survey of American consumers in
November 2023 to understand how dining, grocery and fuel
convenience purchase behaviors are changing. Respondents to the
online survey included a total of 1,133 American consumers. The
margin of error for this survey is +/- 2.981%.
About NCR Voyix
NCR Voyix Corporation (NYSE: VYX) is a leading global provider
of digital commerce solutions for the retail, restaurant and
digital banking industries. NCR Voyix transforms retail stores,
restaurant systems and digital banking experiences with
comprehensive, platform-led SaaS and services capabilities. NCR
Voyix is headquartered in Atlanta, Georgia, with approximately
16,000 employees in 35 countries across the globe. For more
information, visit www.ncrvoyix.com.
Web site: www.ncrvoyix.com X: @NCR_Voyix Facebook:
www.facebook.com/ncrcorp Instagram: www.instagram.com/ncrvoyix
LinkedIn: www.linkedin.com/company/ncrvoyix YouTube:
www.youtube.com/user/ncrvoyix
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version on businesswire.com: https://www.businesswire.com/news/home/20240114108285/en/
NCR Voyix Investor Contact Alan Katz alan.katz@ncrvoyix.com
NCR Voyix Media Contact Lee Underwood
lee.underwood@ncrvoyix.com
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